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Complaint and Issue Resolution Process
<br />C.A.P. Engineering, Inc. (CAP) understands that effective complaint and issue management is an essential component
<br />of successfully delivering professional engineering services to the City of Sunny Isles Beach. CAP recognizes that
<br />project-related concerns may arise at any stage of an assignment and may involve City staff, residents, property owners,
<br />contractors, utility providers, regulatory agencies, consultants, or other project stakeholders. Our approach is therefore
<br />structured to ensure that every concern is addressed promptly, professionally, and with appropriate attention to its
<br />potential impact on the project.
<br />CAP will maintain a clear, organized, and responsive process for receiving, documenting, evaluating, resolving, and
<br />communicating complaints and project-related issues throughout the duration of each assignment. All concerns received
<br />from the City, project stakeholders, contractors, or other involved parties will be promptly acknowledged and
<br />documented by the designated Project Manager or an appropriate member of the project team. This initial
<br />documentation will establish a clear record of the concern, the date it was received, the parties involved, the applicable
<br />project element, and any immediate actions required.
<br />Upon receipt of a complaint or issue, the CAP Project Manager will conduct an initial assessment to determine the
<br />nature, urgency, severity, and potential impact of the matter. Issues will be evaluated based on their potential effects on
<br />public safety, project scope, schedule, budget, constructability, permitting, quality, and the City's overall objectives.
<br />CAP will assign the appropriate technical personnel to investigate each issue and develop a practical and technically
<br />sound resolution. Depending on the nature of the concern, this may include coordination among civil, electrical,
<br />structural, roadway, lighting, permitting, inspection, or other applicable disciplines. Our multidisciplinary approach allows
<br />CAP to evaluate issues comprehensively rather than addressing individual concerns in isolation. When field conditions,
<br />design conflicts, contractor questions, or unforeseen circumstances are involved, CAP will work collaboratively with the
<br />appropriate parties to identify the root cause and establish corrective measures that are consistent with the City's
<br />requirements, applicable codes and standards, and the approved project objectives.
<br />Communication with the City of Sunny Isles Beach will remain a priority throughout the entire resolution process. The
<br />CAP Project Manager will maintain direct communication with the City's designated Project Manager and will provide
<br />timely updates regarding significant concerns, the status of investigations, recommended corrective actions, and any
<br />potential impacts to the project. Issues that could affect the scope, schedule, construction cost, project budget,
<br />permitting, design intent, or quality of deliverables will be promptly communicated to the City so that appropriate
<br />decisions can be made before the issue results in unnecessary delays or additional costs.
<br />RFQ No. 26-07-014.1 - Methodology & Approach to Achieving Tasks
<br />Q: What methodologies and approaches will CAP use to successfully perform
<br />and achieve the tasks required under this contract?RFQ No. 26-07-01
<br />C.A.P. Engineering, Inc.
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